Production Support Engineer

• May 2021 - Present

Tier III Technical Support Manager

• Sep 2012 - May 2021

Tier III Engineer - Team Lead

• Sep 2014 - Dec 2016

Technical Support Team Lead

• Sep 2012 - Sep 2014

Lead Technical resource for both the Republic Wireless and Phonebooth products feature set and operations. Doing so by using technical expertise in Mobile Wireless networking protocols and services, Local and Wide Area Networks, PBX Operations, Router Configurations, VoIP messaging. While at the same time exhibiting excellent customer interfacing and communication skills in the resolution of customer issues.Responsibilities include:• Lead a Technical group of engineers in day-to-day Technical support operations while working to improve customer satisfaction, team building and process improvement.• Review and resolve customer escalations in a way that is satisfactory to both the customer and the business.• Provide Quality Assurance for team member’s tickets to ensure efficient and effective work and also coach team members.• Ensure team members receive training on current tools and equipment and understand how they work in order to provide the best customer experience.• Train newly hired TAC Engineers on Republic Wireless and Phonebooth products. While also continuing to coach existing team members on information flow, problem solving and process improvements.• Identify and escalate outages including chronic issues to management, product engineering and QA. • Partner with Local Exchange Carriers in resolving customer network (LAN/WAN) issues

Service Tech

• Jun 2007 - Sep 2012

The primary responsibility is providing superior customer service while diagnosing, troubleshooting, and finding a resolution to customer issues; while asking questions to discover service and sales opportunities that may enrich the customer’s experience. Responsibilities include: • Ability to diagnose, troubleshoot and resolve complex data/wireless issues. • Examine, Learn and teach to customers and associates 3 to 6 new devices a month. • Handling disassembly/reassembly of cellular devices. Including Repairing physical compents such as LCD Screens, Speakers, Keypads, Lens, etc. • Handling of software updates and reinstalls. • Assisting and explanation of initial phone setup, email setup, web connectivity • Fundamental understanding of Internet connectivity, networking terminology “3G, 4G LTE networks, Wi-Fi”, web (HTTP) and e-mail (POP/SMTP) protocols . • Correctly notating customer accounts in a timely manner. • Responsible for all service department inventory control • VM password resets, Email Setup and Password assists

Personal Banker

• Mar 2004 - Jun 2007